Adeline Okoh
Toronto,ON
Summary
Experienced Operations Lead with a proven track record of consistently surpassing KPIs in service quality, responsiveness, and efficiency. Actively pursuing a challenging role in customer care to utilize strong leadership skills, extensive operational expertise, and unwavering commitment to continuous improvement. Eager to contribute to a service oriented organization by ensuring exceptional service delivery and cultivating sustained customer satisfaction.
Overview
6
6
years of professional experience
Work History
Operations Lead
PneumaCare Limited
07.2021 - Current
- Organize operational activities for clients and handle day-to-day issues and concerns.
- Monitor customer satisfaction levels and implement corrective solutions when needed.
- Evaluate and implement novel business protocols, systems, technologies, and procedures to enhance overall company efficiency and productivity.
- Execute and optimize operational responsibilities to promote seamless delivery of services.
- Develop work plans and schedules for employees to facilitate adequate staffing for service requirements.
- Create reports on operational activities, performance metrics and customer feedback.
Key Account Manager
Friesland Campina
09.2017 - 06.2021
- Evaluated customer satisfaction surveys in order to identify areas needing improvement or enhancement.
- Managed the relationship between internal teams and external customers.
- Liaised between clients and management to provide client feedback and resolve inquiries.
- Negotiated contract terms and service agreements to meet both sales quotas and client budget constraints
- Enforced strict adherence to relevant regulatory and compliance guidelines and company policies
- Maximized ROI with promotions by correctly targeting plans, consistently locking in new customers.
Education
Postgraduate Diploma (PGD) International Management -
University of Liverpool
Bachelors of Science (B.Sc.) Microbiology -
University of Ibadan
Skills
- Customer Relationship Management
- Strong interpersonal skills
- Operations management
- Good communication skills
- Customer Support
- Account Management
References
References available upon request.
Timeline
Operations Lead
PneumaCare Limited
07.2021 - Current
Key Account Manager
Friesland Campina
09.2017 - 06.2021
Postgraduate Diploma (PGD) International Management -
University of Liverpool
Bachelors of Science (B.Sc.) Microbiology -
University of Ibadan
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